Customer Service Agent

Marvin Garcia ** Shelby Court, Charlottetown, PE C1E 1R5

902-***-**** ************@*****.***

HIGHLIGHTS

Throughout my career progression from customer service representative to associate supervisor, I have never lost sight of the fact that there is a direct link between good customer service which is a cornerstone of successful businesses and employee satisfaction which drive performance. Through comprehensive reporting of key metrics and by leveraging interpersonal skills in coaching, I have consistently helped streamline customer care process to improve customer satisfaction and increase productivity and sales.

WORK EXPERIENCE

Coast Tire Auto Service – Charlottetown, PE

Tire and Service Advisor – June 2024 to Present

•Prepare customer work order and assign to technician.

•Ensure that any issues found on the initial inspection sheet are explained to the customer.

•Ensure customer is always made aware of promotions and any changes in their program.

•Deliver and pick up products and/or customer as requested.

•Promote all services that Coast Tire can provide to the customer.

•Ensure that the Quality Inspection Checklist has been completed by technician and attached it to the work order.

•Ensure products and services are being charged out accordingly and that all recommendations have been reviewed with the customer.

Charlottetown Airport – Air Canada Charlottetown, PE

Customer Service Agent - April 2022 to Present

•Make reservations, complete daily sales reports, passengers check in, and weight baggage using an airline computerized system.

•Departure gate customer service and boarding as well as providing assistance to passengers to and from aircraft.

•Communicate and coordinate with external and internal staff, ramp agent, flight crew etc.,

•Perform duties in accordance with established policies and procedures while ensuring personal safety, and the safety of coworkers and customers.

•Provide outstanding customer service answering general inquiries at the airport.

FCC Construction – Ferro-Chemi-Crete Engineering Charlottetown, PE

Project Administrator/Coordinator – October 2,2023 to April 5, 2024

•Assist in achieving departmental goals by maintaining up to date financial and accounting records, along with the ability to present cost reports in alignment with targeted budgets.

•Represent the organization in a professional, positive manner as the first line contact with customers (internal and external) and foster existing relations.

•Assist in coordination of projects, deliveries and personnel.

•Provides various support functions: Efficient and timely support to supervisor and/or department – include various data entry functions, payroll, spreadsheet preparation, reports, invoicing, billing and payments.

•Type general correspondences in an accurate and timely manner: Include letter, memos, meeting minutes quotes and purchase orders.

•Utilize technology to optimize productivity and produce accurate reports. General clerical duties including filling, photocopying, mail delivery/organization, sending/receiving courier packages.

•Share knowledge with others in department to assist in promoting a better-trained workforce.

Hampton Inn Suites Charlottetown Charlottetown, PE

Guest Services Supervisor - May 2018 to September 29, 2023

Analyze, investigate and resolve guest complaints in a timely manner.

Liaised with housekeeping and maintenance staff to ensure all rooms are ready to accommodate new guest arrival.

•Manage rate negotiations and invoicing for large clients, business guest and group tours.

• Act as concierge assisting clients as needed.

•Works with the general manager in processing accounts receivable invoicing.

Eurostar Communications L.L.C. Dubai - UAE

Office Administrator – December 2009 – March 2018

• Coordinate and oversee all administrative activities. Handles calls regarding insurance inquiries from providers. Handles eligibility, benefits, claims, inquiries, medical insurance to acquire a visa. Handle phone calls and all related correspondence.

• Oversee the members of the administrative team and coordinate their activities.

• Keep database in check and update them regularly. Create and present reports for senior managers. Coordinates and participate in office space planning.

Sheraton Dubai Creek Hotel & Tower Dubai, UAE.

F&B Vivaldi Restaurant – Supervisor

October 2004 – December 2009

• Responsible to ensure smooth operation exists in assigned area including staffing, inventory, quality assurance and customer service.

• Participates in the review of associates and completes necessary paperwork as required by established policies and procedures. Maintains training program for departmental new hires.

• In-charge of cashiering, perform shift closing on the Point of sales terminal and tally cash and credit card settlements.

SKILLS

• Excellent Administrative, leadership and organizational skills. Customer/client service and vendor communications

• Proficient in Microsoft Office software (e.g., Word, PowerPoint and Excel, Outlook), and learning other new software

• Great attention to detail, Effective interpersonal skills: ability to develop good relationships between individuals. Ability to work in public and with others – excellent supervisory skills

• Quick learner and willing to grow and learn new skills. Creatives and innovative.

ACCOMPLISHMENTS & CONTRIBUTIONS

President’s Hospitality Award – Employee of the year 2022

Engagement Award – Air Canada 2023

EDUCATION

Bachelor of Science in Hotel and Restaurant Management 2000 – 2004

REFERENCES

References available upon request.

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